…I spent the day answering customer service calls again. I’m OVER customer service calls. I don’t like service. And I DON’T like customers. Here’s a call I had today:
Jillian: Thanks for calling [Company Name]. This is Jillian. How may I help you?
Customer: I can’t log into the Web site.
J: Ok, I can help you with that. What email address are you using?
C: Um, the email address you have on file.
J: All right… Let’s just verify that it’s the same one. Is it ‘blah@blah.com’?
C: [Sigh] Yes.
J: Oooooook. And is your password ‘blah’?
C: I don’t want to tell you.
J: Well, I can see that it’s set as ‘blah’, so just try that one, and you can change it when you log in on your own.
C: Fine.
J: Great! So, go ahead and log in.
C: Where?
J: Are you on the Web site?
C: Uh, yeah.
J: Ok! Do you see where it says ‘Member Sign In’?
C: No.
J: In the top, right corner?
C: No.
J: Ok. Let’s try this. Close out of your browser, then re-open it, and go to the Web site.
C: Ok. I did.
J: Do you see it now?
C: No.
J: Do you see anywhere where you can sign in?
C: There is a box that says ‘sign in’.
J: …ok. So, go there, then enter your email address and your password.
C: It’s still not working! This is ridiculous. This has been such a waste of my time. I can’t believe how user unfriendly this Web site is!
J: I apologize, but I can definitely help you get signed in. Let’s start from the beginning. Go to ‘www.[companyname].com.’
C: [Silent]
J: Are you there?
C: You said [Companyname].com?
J: Yes, our Web site.
C: Ok, I think I figured it out.
J: You did? Are you sure?
C: Yes.
J: What was going on?
C: I was at the wrong Web site.
Kill me now.
Jillian Wyatt 